We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. Think about the scale it takes for us to feed the nation. The level of data, transactions and variety it involves. Then you’ll realise that ours is a modern software engineering environment because it has to be. We’ve made serious investment into a Tech Academy and into setting standards and principles. We iterate, learn, experiment and push ways of working such as Agile, Scrum and XP. So you can look forward to awesome opportunities in everything from AI to reusable tech.
As a leading retailer whose Technology operates 24/7, 365 days, this role will require the individual to work flexibly, including some Saturdays/Sundays.
Our domain, Customer Contact, provides the solution no matter how our customers want to contact us. We are an API-first domain with deep integrations across all our brands. We own Customer and Colleague solutions, handling millions of messages (voice, chat, social, email, mail), events, workflow automation, knowledge and insights 24/7/365. Our software enables our customers and powers our customer agent interactions. We have a wide portfolio of products, from publicly facing help centres through the Contact Centre SaaS platform to agent tooling and intelligent automation. These are a mix of internal and third-party applications you will own the support of.
As our service manager, you will be a key leadership team member responsible for ensuring service throughout the lifecycle of all our products.
The role is responsible for managing all the services provided by the Engineering Teams, and third-party delivery partners, with day-to-day services, managed on your behalf either by the engineering teams or third-party application management teams. The role will encompass working with business partners at a senior level, as well as Head of Service Management and Service Assurance Managers and other appropriate senior manager roles across the wider business.
The role is responsible for the day-to-day operational excellence across a large portfolio of products, ensuring both internal and external teams understand our Service processes, follow current best practices and meet the relevant set of operational KPIs and metrics measures within Sainsbury's Tech.
More About The Role
When incidents arise, you'll act as a point of coordination across multiple teams, updating stakeholders until resolution. This can include attending major incidents and providing support and guidance. You will also manage problems and risks to resolution.
You will ensure the day-to-day running of services, monitor dashboards, and provide reporting and analysis. You will approve requests and be an expert in our change and incident process, where you will help internal and external teams follow best practices. In addition, you will contribute to our product technical roadmap to help improve Service.
Service managers help engineering teams create and review knowledge articles, ensure the service catalogue is updated with relevant information, and review services with internal or third-party teams at key intervals.
Liaise with other teams to understand external dependencies and gain insight into the broader aims and goals within the Customer domain. This will help shape our services in line with our mission.
You’ll contribute towards designing and supporting services and internal frameworks that enhance Sainsbury’s capabilities.
You'll support the engineering team throughout the whole product lifecycle, including decommissioning.
More About You
It would be beneficial if you have
As well as lots of on-the-job training and endless opportunities, you’ll get:
Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how, where and when they work, combining remote and collaborative working with a flexible approach to hours, giving them plenty of time and space for life outside of work whilst delivering against our business goals. Of course with a service role sometimes there is need to act outside of normal office hours, however we'll give you the same flexibility in return.
We are committed to being a truly inclusive retailer, so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new - whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to get 10% off at Sainsbury's, Argos, TU and Habitat after 4 weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy additional holiday. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, pay advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme, you will also be eligible for private healthcare too.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.
Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).
Attention Job Seekers before you apply :
Stay Updated with the Latest Job Opportunities!
At a2zfinders.com, we are committed to helping you find job opportunities without any extra costs. We do not charge job seekers—our revenue comes from ads and companies posting jobs.
Important Reminder: If any recruiters or consultants ask for money in exchange for a job through our platform, it’s not something we endorse. While we do our best to ensure fairness, always remain vigilant. You shouldn’t have to pay anyone to get a job through a2zfinders.com
To keep your job search free and secure, we invite you to stay connected and receive daily job updates through any of our social media platforms: